The recent call by Grenada’s Prime Minister for the unification of the region via ICT is an opportunity for Caribbean countries to explore the seemingly endless potential of technological advancements, to create a powerhouse of our own. If we were to redefine the IT department into a fully functional business unit, focused on business areas and business value, this marketing-type perspective can allow the delivery of competitive services rather than just support services.

The technology already exists that can give Caribbean businesses an edge in the global market. Some of these include –

• Pervasive Computing – used by mobile apps to automatically “find the user” based on the situation. Now this is exciting for Caribbean mobile users as 12 out of 16 countries surveyed in 2013 show mobile/cellular subscriptions densities over 100%
• Seamless Collaboration – it is easier than ever for people almost anywhere to work together in this digital age. Employees are expected to take advantage of the ever increasing popularity of social media without any formal training. By adjusting the work and processes to be more social-driven and collaborative, the organization can become more productive, efficient and innovative.
• Cloud – there is no question about using the Cloud, just “how” to use it. This will be determined by the organization’s proactive approach to the growth of hybrid cloud, especially in equipping the relevant staff with the skills required to allow the components to work seamlessly.
• Active Defence – breaches in security can pose risks to business operations during disruptions; the reputation of the organization becomes sullied should customer information be compromised; and of course the financial impact of either of these can be crippling. No longer can IT security be about monitoring and prevention alone but pre-emptive action must be taken to stay flexible, adaptable and always one step ahead of the potential danger.

There are many more innovations available to us here in the Caribbean but one aspect of implementing and using new technology that is overlooked or given little attention is the human aspect. It is not always possible to engage all employees in the decision making process but consultation with staff most impacted can allay fears of the impending changes. Rumours are often believed before any real communication occurs and this is where the IT unit can be used as the internal change agent group to facilitate the communication process between management and staff.

The possibilities IT present are endless to businesses serious about enhancing the customer and employee experience while positioning themselves to be more responsive to opportunities and threats.

Original article: ICT can help!'">Taking Caribbean Businesses Forward ICT can help!

©2025 Interxect Services Limited. All Rights Reserved.

They’re usually on call 24/7, albeit not always officially, but most do not hesitate beyond the thought of “he/she is always so crude/blunt”, to call at any hour to resolve from the mundane to the seemingly unfathomable to non-IT personnel.

How then can an organization boost the output of these already very productive individuals?

Improving “soft skills” or as it is widely referred to, the Emotional Intelligence, of IT staff would certainly go a long way to doing just that. Because it is an occupational requirement for IT staff to be technically proficient at their jobs, the opportunities to practice and therefore enhance these “soft skills” tend to be very limited.

By promoting the development of several key areas, an organization can transform its disassociated relationships into synergistic alliances between its IT staff and their customers. Some of these skills include, but are not limited to:

• Teamwork – team building, negotiation and conflict resolution, consultative approach
• Leadership – strategic thinking, management fundamentals, promote an enhanced grasp of business processes
• Empathy through Effective Communication – active listening, knowledge sharing
• Personal Effectiveness – handle stress, time management, improve influencing and selling skills

Another factor to consider is the cultivation of critical thinking skills. IT staff would then be better equipped to provide the right solutions for their customers at the earliest possible time since – the critical thinker must actively clarify goals, evaluate information, decide upon and accomplish actions; all while remaining committed to open communication and considering and even integrating alternative perspectives.

These “soft” and “critical thinking” skills would only serve to complement the “hard” skills the IT staff already possess and in their practice, a deeper understanding of business issues, not just those that are technical in nature, can be achieved and with that, pertinent IT solutions to those issues may be developed.

Any organization that recognizes the importance, relevance and benefits to be derived from an IT department that is accepted and treated as a credible business collaboration instead of just the “tech-support” unit, is an organization well on its way to achieving its goals through highly productive IT staffers.

Original article: Improve your business by improving the people within IT'">How to get more Value from your IT staff Improve your business by improving the people within IT

©2025 Interxect Services Limited. All Rights Reserved.